NEWS & EVENTS
Avaya Rated as a "Strong Positive" in 2014 Gartner MarketScope for IVR Systems and Enterprise Voice Portals
- Avaya rating improves from 2013 Gartner MarketScope report
- Avaya Aura® Experience Portal unifies omnichannel self-service and proactive outbound applications across voice, speech, web, email, SMS and mobile
Santa Clara, Calif. – July 9, 2014 – Avaya Inc. today announced that it has received a Strong Positive rating for its Avaya Aura Experience Portal in the 2014 Gartner MarketScope for IVR Systems and Enterprise Voice Portals.* The rating, which has improved from last year's Gartner report, follows the recent positioning of Avaya as a leader in the 2014 Gartner Magic Quadrant for Contact Center Infrastructure.**
The Gartner MarketScope report for IVR and Enterprise Voice Portals particularly focuses on the support these systems provide as self-service channels through which customers call into a company, saying these technologies are valuable for increasing return on contact center investments and personalization of the customer experience. While viewed as a mature market, Gartner sees the impact of cloud, omni-channel and mobility as revitalizing market interest:
"Busy end customers are increasingly looking to self-service to satisfy their needs when connecting with a company. To do self-service right, it must support a variety of communications channels and be integrated across proactive and assisted service channels. The Avaya Aura Experience Portal enables the omni-channel experience customers want that also delivers the return on investment to help turn customer service into a profit center."
--Tom Schollmeyer, vice president and general manager, Cloud and Contact Center Solutions, Avaya
Gartner MarketScope for IVR Systems and Enterprise Voice Portals
Gartner Magic Quadrant for Contact Center Infrastructure 2014
Avaya Aura® Experience Portal
*MarketScope for IVR Systems and Enterprise Voice Portals, 13 June 2014;Jay Lassman, Bern Elliot
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Tags: Avaya, Gartner, industry analyst rating, contact center, customer experience management, IVR, voice portal,
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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